5. Communication Gaffes Happen
“Communication by email for me is the likeliest
source for miscommunication. Between being
misunderstood because of misread tone or
address error, the possibilities are great.
Although I cannot note a specific
miscommunication, I know I have double checked
my sent box a dozen different times after a sudden
fear that I may have inadvertently replied to the
"wrong" person.”
6. Communication Gaffes Happen
“While working as a young supervisor, I was miffed by an
employee’s lack of follow through on a specific task. I,
angrily, left her a message on her dry erase board, for her
only to see the next day. Rethought the delivery of this
communication (as opposed to more professionally
speaking with her directly), so I went to erase the message
and discovered I had used permanent marker. Ugh. Had to
cover the secured dry board with paper until new one
could be installed. This incident taught me a lot, to say the
least.”
7. Top 5 Office Communication Challenges
1. When Informal Is Abnormal: Tips for Email
2. When Voicemail Isn’t Enough: Tips for Telephone
3. When Islands Are Isolating: Tips for Feedback
4. When Time Is Too Short: Tips for Meetings
5. When Colleagues Are Quirky: What Would You Do?
8. 1. When Informal is Abnormal
Challenge: How formal do I need to be when using
communication technology like email, IM, texting and
social media outlets (Facebook, Twitter, blogs) in a
professional setting?
9. 1. When Informal is Abnormal
• The Wall Street Journal reports that
poor grammar is increasingly an
issue in the workplace
• Study by the Society for Human
Resource Management and AARP:
most respondents blame young
workers for this trend
• However, with younger generations on
the forefront of communication
technologies, they may have developed
a new norm of informality
Sources: http://online.wsj.com/article/SB10001424052702303410404577466662919275448.html
10. 1. When Informal is Abnormal
TIPS FOR EMAIL
• Remember: your email represents your agency
• Start formal, then react to respondents’ tone
• Use signature blocks so people can follow-up
• Leave “Sent from iPhone/BlackBerry”
• Avoid sending work emails after hours (schedule if you do)
• Take a break from email; check at set intervals
11. 2. When Voicemail Isn’t Enough
Challenge: How do I ensure the meaning of my message
gets across when I’m using technology?
12. 2. When Voicemail Isn’t Enough
Phone Miscommunication Lands a Family in Court
13. 2. When Voicemail Isn’t Enough
TIPS FOR TELEPHONE
STARTING A CALL:
• Don’t just jump right in with business
• Start with a warm-up:
ü “How’s your day going?” or
ü If you know of another project the person is
working or something personal, ask about that
14. 2. When Voicemail Isn’t Enough
TIPS FOR TELEPHONE
DURING A CALL:
• Have an agenda in mind; jot it down, stay on task.
• If it’s a scheduled call, allot a time limit for it.
• Got a call that’s going long?
• Say you have another meeting / ask when
you can continue later (or shift to email).
• Get a call when you’re under a deadline?
• Ask to schedule to a later time.
15. 2. When Voicemail Isn’t Enough
TIPS FOR TELEPHONE
ENDING THE CALL:
• Summarize what you discussed
ü state action items:
ü I will do x, y and z. You will do a and b by ____.”
• Make sure the “business” part is over
• ask “is there anything else I can help you with?”
16. 3. When Islands Are Isolating
Challenge: We underestimate the power of positive
and constructive feedback as a motivator. How can we
more effectively give and receive feedback at work?
17. 3. When Islands Are Isolating
You don’t need to take the team… …to a retreat in paradise…
…to motivate your employees. It just takes some feedback.
18. 3. When Islands Are Isolating
TIPS FOR GIVING FEEDBACK
• Recognition for a job well done is a
powerful motivator
• People want to improve, so don’t
hesitate to offer constructive criticism
• Be specific. What exactly did they do?
• Avoid email / chat: too impersonal
• Hand-written notes = rare, but respected
• Give feedback in person, when possible.
ü Do so publicly as appropriate
ü Use video if remote
19. 3. When Islands Are Isolating
TIPS FOR RECEIVING FEEDBACK
• Say “thank you.”
• Listen to understand.
• Don’t get defensive.
• Ask questions to get specificity.
• Give it serious consideration.
• Do something about it.
• The only person you can change = YOU!
• Make it easy for people to give feedback:
• Office hours, “tip” box, email address, incentives
20. 4. When Time Is Too Short
Challenge: Have you ever left a meeting feeling like
your time would’ve been better spent at your desk?
Me, too. How can you make meetings worthwhile?
21. 4. When Time Is Too Short
Here’s a failed meeting example we all know: the Super Committee!
22. 4. When Time Is Too Short
TIPS FOR MEETINGS
• Begin and end on time.
• Arrive early with all necessary materials
• Circulate an agenda beforehand
• Take a break at minimum every two hours
• Only have meetings when necessary:
• Pssst…it’s okay to cancel!
• Avoid holding meetings during people’s
most productive hours
23. 4. When Time Is Too Short
TIPS FOR MEETINGS
• Don’t accept calls or texts
during a meeting.
• Don’t sit down – seriously.
• If you (must) have a PowerPoint,
make it visually interesting
• Meetings with a clear leader or time keeper move quicker
• they can keep the team on track
24. 5. Application: When Colleagues Are Quirky
• Get in groups of 4-5 people
• Read the scenario and ask
yourself: what would you do?
• Select one or more of the
communication vehicles
• Plan your response to the
situation
• Bonus: use 4-5 of the tips
you’ve learned today.
• Assign a spokesperson to
share with the larger group.
25. “Much unhappiness has come into
the world because of bewilderment
and things left unsaid.”
- Fyodor Dostoevsky